The complaints registration, resolution and tracking will be systematically structured with two objectives as:

• Line customer complaints reach SDO offices through multiple channels
• Immediate allocation of complaint to line support staff by TAC
• Complaint resolution spontaneous update and feedback to customer
• Visibility to consumer with live status of complaint resolution
• Monitoring by Director Complaints at DISCOs on KPIs for strict accountability

1. Citizens can register complaints and get information (billing, load shedding) via
   • Calling 118 Interactive Voice Recording (IVR) in 7 regional languages
   • Customers with prepaid packages for jazz, zong, ufone will be able to make 118 calls without balance using
   • Sending SMS to 8118 and email to ccms@pitc.com.pk
   • Via web portal https://ccms.pitc.com.pk/complaint
   • Walk in at CCC and CFS at DISCOs for electronic registration
   • Power Smart mobile Apps [single click] complaint registration and consumer visibility on complaints resolution
   • Emergency calling, customer call will be connected by agent to safety department for immediate mobilization of DISCOs teams to minimize or stop the potential damage
   • Customer can register complaint if there is a complaint type not listed in the system using “Other” option
   • Customer can leave message if he does not want to wait in Queue
   • Robotic calling feedback from customer upon complaint resolution and reopen if not resolved

1. Complaint & Control Centers (CCC) Establishment at SDO offices [eOPS system]
   • eOPS (electronic operations) centeralized system is developed by PITC for end to end resolution and monitoring of customer complaints
   • Complaints from all sources (including walk in) will land at CCC
   • TAC at CCC will allocate the complaint to available lineman in current shift
   • Lineman in field will receive complaints on mobile application and will resolve with evidence (comments, audio note, image, video) on lineman App
   • Customer will receive robotic feedback call for confirmation if complaint is resolved

1. Accountability and Actions [CCMS system]
   • Director complaints will monitor KPIs (avg. complaint allocation time to lineman, avg. complaint resolution time by lineman as per endorsed timeline of NEPRA and reopen complaints by consumers) through CCMS portal
   • KPIs reporting is available on CCMS for Director complaints
   • CEO of DSICOs will take very strict action against TAC, lineman on KPI targets avg. complaint allocation is 5 minutes, resolution within NEPRA endorsed timeline for a type of complaint